Aeromexico Customer Service Issues

I traveled on Friday, 6/1/23, from Guatemala with a layover in Mexico City, then on to Tijuana. I did not receive my checked baggage upon arrival in Tijuana. I reported the issue, and the staff member informed me that by yesterday, Saturday, they would notify me to collect it at LAX Los Angeles. I am still waiting for my luggage as it contains important medication that I need to take daily. Any health issues due to this inconvenience are your responsibility. I have attached a picture of my claim.

Hello, I am writing at 7 pm French time on January 30th to apologize for not being able to hear the satisfaction rating system after my call with the charming and competent agent. I had a French-Canadian accent. We booked two tickets: one from Los Angeles to DF, and the other from DF to Cartagena de Indias. Please convey my heartfelt gratitude to him through the Aeromexico customer satisfaction survey. Unfortunately, I couldn't hear the rating prompt due to a language barrier. I truly appreciate his assistance and professionalism. If possible, please let him know Aeromexico has an excellent agent. Thank you for your assistance. Regards, Maïder (Marie) Dravasa

I have a flight scheduled on AM [redacted] from PSC to GDL for Jan 20. I had originally been assigned seat 5C, but due to a schedule change, the departure time is now 10:00AM instead of 9:30AM. I no longer have an assigned seat and I cannot view the seat map online. My fare level is AM Plus, and I am unsure how to proceed or what seats are available to me. I was aiming for a fare higher than the main cabin but not first class. I am traveling with a group from Rotary and want to ensure we stay together. Please advise on how I can secure an assigned seat suitable for my fare or if I should check back later. Thank you for your assistance. Don Hart

Good afternoon. I requested a refund for a round trip for 3 adults and a child on December 26th and 29th. I was informed that the refund has been processed back to my Bancomer card. However, I have not received the deposit receipt that my bank is requesting. I have sent messages to the email provided, but have not received a response. Please address my case promptly.

Subject: Registration of Sports Equipment for Flight Dear Sir or Madam, I attempted to reach you through the local service number +49 69 [redacted]6 and [redacted] 00 [redacted] but was unsuccessful due to busy lines or out-of-hours notices. I am contacting you to register sports equipment (Fishing Gear) for the following flights: Flight 1: Passenger Name: Klaus Grunke Ticket No.: [redacted] Flight No.: AM [redacted] Date: September 12, [redacted] From: MEX To: MZT Flight 2: Passenger Name: Klaus Grunke Ticket No.: [redacted] Flight No.: AM [redacted] Date: October 1, [redacted] From: MZT To: MEX I have booked a round trip flight with Lufthansa. The sports equipment reservation for the flights from FRA to MEX and from MEX to FRA has been done. However, Lufthansa informed me that I need to reserve my fishing gear separately and directly with Aeromexico for the connecting flights from MEX to MZT and MZT to MEX. Kindly confirm the registration of the sports luggage. Best regards, Mario Grunke

My husband canceled our flight, but we haven't received our refund yet. We have contacted your customer service multiple times, and they only elevated our case to emergency status but failed to follow up as promised. It has been three months, and we are still waiting without any progress. We desperately need the refund as we are not wealthy individuals. Please expedite the process and return our money promptly. Our case number is [redacted]4.

Bad Experience on Aeromexico I had a disappointing experience on three flights with Aeromexico in the AM Plus class. The Cancún/Mexico City flight on February 23, [redacted], was canceled last minute, causing chaos. The lack of information, delays in baggage retrieval, unhelpful staff, and poor hotel accommodation left a lot to be desired. The return flight from Mexico City to Paris on March 14 at 10:50 pm was also unsatisfactory with impolite cabin crew, subpar meal service, malfunctioning screens, and unprofessional responses to complaints. The overall service was below par, in contrast to a positive experience with Iberia. Despite Aeromexico's reputation, my encounters have been far from satisfactory, prompting me to question the validity of positive reviews. It's unfortunate to end a trip to Mexico, a beautiful country filled with friendly and helpful locals, on such a sour note.

My suitcase sustained damage during my flight from Mexico City to Guadalajara. It was in good condition when I checked it in, but upon arrival in Guadalajara, I discovered a broken wheel and tears on the back and side. The extent of the damage surprised me, especially since the suitcase was new. I need to file a Baggage Claim Report and provide photos of the damaged suitcase, along with my boarding pass and identification. I am seeking a reliable website where I can submit this information. Previous guidance to use [redacted] proved unsuccessful. Any assistance in finding a suitable website for this purpose would be greatly appreciated. Thank you for your help.

Prior to my trip, Aero Mexico offered me the option to pay an extra $90 for the flexibility to change my flight. I decided to proceed with the additional fee. When I arrived at the airport in Mexico City, I needed to change my flight to an earlier date and was unexpectedly charged $52 for the modification. I explained that I had already paid $90, but the staff advised me to contact Aero Mexico directly for assistance. I am seeking clarification on the additional charge for changing my flight as I had already paid for the flexibility. My name is Gerard Charles, and I flew to Mexico on March 21st with the original return date scheduled for the 27th, which I altered to the 25th.

Upon arrival, there was no available space for boarding due to overbooking. It was necessary to argue to obtain a room and meal vouchers as the next flight was only the next day at 2:00 pm. Upon arrival at the hotel at 2:30 am, there was no food available. They gave me meal vouchers, but it was too crowded to use them. They provided a $900CAD discount, while my friends received $1500CAD each, leading to an injustice as a similar situation occurred last year. I am seeking a correction in compensation to match my friends' $1500CAD compensation, and I have photos to prove they received $1500CAD each while I only got $900CAD. I request a prompt response, or I will escalate my concerns further. Thank you. [redacted] in Canada.

Hello, I'm Jaikiran Ramakrishnan. I traveled from Tampico Airport to Mexico City on April 11th on flight no: AM [redacted]. I paid a fine for excess luggage. Initially, I was asked to pay 90 USD. I used my card, got debited, and was later told that only around 40 USD was needed. They assured me they would cancel the initial 90 USD charge. I was informed that the cancellation would reflect in my account within 7 days, but I have yet to receive the refund. Can someone confirm if the cancellation was sent to my bank for the 90 USD? Please contact me via email at [redacted] Thank you.

Hello, We took a flight from Acapulco to Cancun on March 30, [redacted]. When checking in that morning, we checked in one bag and had to pay a fee of [redacted] Mexican pesos. Upon arriving at the counter in the afternoon, the staff informed us that the payment was not showing in our record. We had to pay the [redacted] Mexican pesos fee again. As a result, we are requesting a refund of [redacted] Mexican pesos. Denis J. M./Emond Nicole B./Brousseau References: Booking number: TWBYBQ Flight on March 30, [redacted] ACA to NLU am345 NLU to CUN am590

A few days ago, my husband and I bought tickets to travel from San Francisco to Mexico City, arriving on April 23 at 5:10 AM with a scheduled departure at 11:59 PM on April 22. Throughout the day, I received two emails with different departure times. I called an Aeromexico representative to clarify since we are traveling due to an emergency. The representative confirmed our flight was still scheduled for April 22 at 11:59 PM. When I tried to check in later, I couldn't and, after calling again, I was informed that my flight was actually at 5:30 AM on April 23, but I should still arrive at the original reservation time of 11:59 PM. I arrived at 9:20 PM, only to find out my flight was delayed. We are now stuck at the airport, facing unexpected expenses and inconvenience. It's not easy to just hear an apology when buying a ticket out of necessity. I hope my issue can be resolved.

I bought a seat for the GDL-MEX flight on April 29 with flight AM [redacted]. My name is D. Trepanier, and I selected seat 7A for my trip from GDL to MEX. However, at check-in, I was given seat 18A, even though I was traveling with my cat and my husband, H. Beauchemin, who was also on these flights. We were charged $[redacted] for our bags, which added to the check-in issues we always face with Aeromexico. Despite the poor customer service during check-in, the in-flight service was excellent. The staff truly deserve recognition for their exceptional service.

I have a reservation number ********** for a flight from Rome to Mexico City under the name ALDO IMPARATO. I added a package that includes luggage and seat selection. However, when trying to choose seats, it is asking for an additional charge of around *** $. I would like seats together for myself and my wife. I believe there is a row with only two seats (**E and **F) but I'm not certain of the row number. Please assist in resolving this issue. Thank you for your help.

I regret to inform you that my luggage failed to reach Amsterdam on May 8th via AM Flight [redacted]. This occurred after I checked it in at the Aeroméxico counter in La Paz for Flight [redacted] to Mexico City. Despite being labeled for AMS, the system claims it was sent to carousel 6 in Mexico City. The missing bag is a large Northern Diver Voyager soft black bag (similar to the attached picture). I have included photos of the boarding passes as well. I kindly request a report and tracking number to aid in its recovery. For swift delivery to 1, Rua da Piteira, Praia da Luz, [redacted]-[redacted], Lagos, Portugal, please advise on available shipping options. Further details can be provided upon request. Thank you, Pedro Vieyra.

Hello, I submitted a complaint regarding my son's flight, which was significantly delayed and ultimately canceled. I had purchased the ticket as a birthday present for him. Due to the circumstances, we had to buy a last-minute ticket from another airline at twice the original cost since your available options were not feasible, and my son had to return to work promptly. A voucher was provided, though I recently learned that only my son can utilize it. The case number is [redacted]6. I kindly request a prompt response. Thank you, Suni Wilson

Hello, I booked a flight for my partner, A.P.L., from Bogotá to London with a connecting flight in Mexico. The booking reference is FETSJH, and the airline check-in code is PJTVEI (AV). The departure from Bogotá was supposed to be on Saturday, March 4th, at 22:50, arriving in London on Sunday, March 5th, at 15:05. The e-ticket number is [redacted][redacted]. Unfortunately, Alexandra was unable to make the flight due to testing positive for coronavirus on the day of departure. She reached out to Aero Mexico but did not receive a response. I booked the flights through Flight Network, and there might have been a communication issue because of that. Alexandra still wishes to travel and is not seeking a refund but a change of the outbound flight date. Her return flight is scheduled for September 4th at 22:40. Flight Network mentioned that the outbound ticket is suspended by the airline but could assist in rescheduling once it's reopened. She is willing to pay any financial rescheduling fee if needed for any available outbound flight from Bogotá to London. Thank you, Stuart

My name is Anthony W. I flew out of HUX on Saturday to Mexico City. My connecting Delta flight to Atlanta, then Palm Beach, was canceled. I bought new flights to Miami which also didn't depart. I flew Copa home. I need refunds for the unused tickets. Also, I'm unsure where my surfboards are. I've been trying to reach customer service by phone for 2 days with no luck. Please contact me. [redacted]. Thank you.

It's frustrating that it took 2 hours to reach your customer service hotline. Regarding your clients Thomas and Katherine Kono, with AM locator CSNJMW, their flight was cancelled due to volcano activity. They are now rebooked on another airline to attend the conference tonight. They are interested in using their original return flight on the 25th of May. Can you confirm if they can still use their return flights despite the outbound being cancelled by AM without protection? Also, are we able to request a refund for the cancelled flights? Thank you.